Driving Enterprise CX with Contact Center Applications
By Donna Fluss The pressure is on for enterprises to improve their customer experience (CX). Executives are trying, and many have spent more to enhance … Read more
Customer Service Articles
5 Simple and Proven Ways to Retain Customers
By Kelly Doyle Did you know that retaining existing customers is far more cost-effective than acquiring new ones? It’s true. Substantial research shows that focused … Read more
Happy Customer Service Reps Equals Happy Customers
By Daniel Fallmann As the demands and expectations of customers continue to rise, their tolerance level for poor service is dropping. Offering customers impeccable support … Read more
Create Sticky Customer Service in Your Call Center
Real World Customer Service Stories to Inform Your Practices By Peter Lyle DeHaan, PhD For over twenty years I’ve written a “From the Publisher” column … Read more
Current Status of Speech (and Text) Analytics
By Donna Fluss Interaction analytics (IA) removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, … Read more
How Can Your Contact Center Help the Homelessness in America?
By Traci Haynes Homelessness in America occurs in every state and has many causes. According to the January 2017 Point-in-Time (PIT) count by the National … Read more
Conversational Analytics The Secret to Exceptional
By Simon Black Jack Ma, founder of Alibaba, once advised, “Forget about your competitors, just focus on your customers.” As statistics highlight, dissatisfied customers not only cost … Read more
How to Super Charge Your Customer Experience Remotely
By Jeff Singman According to a recent research report by SalesForce, 84 percent of customers say the experience a company provides is as important as … Read more
How to Manage Unrealistic Customer Expectations
By Deeksha Dadu Ask any customer service representative about challenging calls, and they’ll have much to share. Chances are at least one example will be … Read more
Enhancing the Customer Experience with Expanded Services and Automation
By Nancy Lee and April Forer Call centers exist in an ever-changing marketplace. New channels and technologies are constantly emerging. Using a multichannel, all-in-one system … Read more